ComplaintsforDreamHost

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16, I was charged $19.99 by dreamhost, a web hosting and domain registration service that I had contracted with 2023. I did not recognize this charge, so on February 17 I filed a dispute with my bank. Eventually the dispute was settled in my favor. In the meantime when I asked dreamhost about it, they said at four in the morning I had renewed my domain registration. Initially I bought this nonsense. However, it seems very unlikely that at four in the morning I would renew my domain name and then two weeks later on March 6 renew it again. (On March 6 I knew I was renewing the domain name for a single year when I also entered into a hosting renewal agreement). Dreamhost is refusing to cancel the renewal of the second year, that I am pretty sure never happened. Even though ******** found in my favor and MasterCard said I won the dispute, Dreamhost is now sending me invoices to recoup the $19.99. This is unfair, and they should cancel the renewal. I spoke to another Internet domain registration service, and they said if I transfer my domain then Dreamhost would actually be refunded the registry fees and could pass them on to me, but even when I said I would like to transfer my domain name, Dreamhost said still it would not refund the money. Although initially I tried to accept their far-fetched claim that at four in the morning on February 16 I renewed my domain name, and then renewed it again two weeks later, frankly this is wrong, and I did not renew the domain on February 16.I would like Dreamhouse to cancel one year of the renewal and desist invoicing me since I didnt renew it manually on Feb 16 and since the bank found in my favor. Thank you.

  Business response

  04/04/2024

  Thanks for contacting us.
  
  Our server logs show you logged in to your account control panel on 2024-02-16 at 04:12:46.
  
  They also show that just one minute later, 2024-02-16 at 04:13:58, you manually renewed the domain name in dispute for one year.
  
  Further, on 2024-03-06 at 16:25:57 you renewed the domain name's registration for an additional year.  Your domain is now renewed through 2026-03-07.  
  
  Please keep in mind that the timestamps in our logs reflect the Pacific time zone.  What appears to be 4:13am would actually be 7:13am on the ********** where you are located.
  
  Unfortunately, per our terms of service, domain name registrations and renewals are non-refundable.
  
  You may still transfer your domain registrations to an external registrar if you'd prefer.  We've put some documentation together that will help explain the process of doing that here:
  *********************************************************************************************************************************
  
  If you choose to transfer the registration to another provider, please know that your domain will continue to be registered through 2026, and the new registrar may add an additional year to that time (and charge you for it) as a normal part of the transfer process.
  
  We hope this helps clear things up a bit.  Please let us know if there's anything else that we can do for you.

  Customer response

  04/04/2024

  I am rejecting this response. When I noticed a charge from Dreamhouse on February 17,I immediately contacted my bank. The bank investigators and MasterCard found in my favor that there was no evidence that I had authorized this charge. Just telling me you have a timestamp does not seem adequate, and even if it was not a glitch in your system, this process is treating me poorly as your customer. It is extremely bad business to invoice me for money that your bank said should be refunded to me.The right thing to do, and what good business practice would be to is would be to stop invoicing me for charges that our banks found should not be charged.

  Furthermore, if I transfer my domain, your organization would receive a refund of the registration fee from ICANN. It is bad business practice and a disservice to your customers to not refund the registration domain fee if I transfer my domain registration. I have invested significantly in Dreamhosts sharing plan. I regret dealing with a company that treats its customers is so poorly. I can only hope that others read this account on the ********************** website and make a better choice than I did.

  Business response

  04/05/2024

  Our logs show a clear record of your account logging in and renewing your domain registration on the two separate dates we'd indicated in our previous message.
  
  In our view, it is exceedingly unlikely that an unauthorized third party would log into your web hosting account and do nothing other than renew a domain registration to ensure its continued accessibility for a longer period of time.
  
  Even if this action was not taken by you, it is your responsibility to ensure that unauthorized third parties do not gain access to your account by using secure passwords and taking advantage of features like two-factor authentication.
  
  Despite what your bank has said, the evidence before us indicates that you continue to be responsible for these renewal charges.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  DreamHost has locked me out of my account, and the only way to contact customer service directly is through the account (once logged in). I am getting automated responses telling me that my email address (the same email address they used to contact me four times yesterday with updates regarding my account) is nowhere in their system. It is incredibly frustrating to be locked out of a paid product and be unable to get help in any form.

  Business response

  04/01/2024

  It appears you've been in contact with our technical support team and have already regained access to your account since filing this complaint.
  
  If there's anything else that we can do for you, please let us know.

  Customer response

  04/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dreamhost platform down and they refuse to fix the problem...February 10, **** I have been trying for at least a week now to get an issue resolved with DreamHost only to find myself having no luck in the process. I am not able to update changes to my website that are long overdue. While they are refusing support service, they are telling me to send them an email from the email that is registered in the account and when I do they reply with an error message and ultimately refusing to provide the much needed support. This is the same email I use to login so the email should not be an issue. This company does not have a phone number for support and their chat option is merely a bot that spits back basic information that you can find by doing a simple ****** search. It is quite exasperating so much to the point that my tone has changed with them - it has gotten to a point that dealing with these people has become a horrible experience AND I STILL CANNOT MAKE CHANGES TO MY SITE.

  Business response

  02/15/2024

  Thanks for contacting us.
  
  Your original message doesn't contain enough information for us to help troubleshoot this issue.  We see several websites hosted on your account, all of which are active and your DreamHost account remains in good standing.
  
  We took a look at your support history and the most recent message we can see from you is from over three months ago about an unrelated issue.  There have been no refusals to provide service - we're here to help!  Keep in mind that messages to our Technical Support team should be submitted from the "Support" section of your account control panel at ************************************************
  
  If you're unable to login to your account control panel by resetting your password on its login page, you can instead contact our account verification team at **************************************************** and select "I can't log in to my DreamHost account" to verify your identity.
  
  If you actually are able to login to your control panel and still can't update your site, please let us know exactly which error messages you receive (if any) and what you're attempting to do.  Are you attempting to login via ssh?  Upload files via sftp?  Are you using a third-party management tool to access your website's directory?  Please be as detailed as possible so that we can help you proceed.
  
  Remember, you can always manage the content and configuration of your websites via the "Manage Websites" section of your control panel at *************************************************************** We've also got extensive documentation that you can reference at ****************************************

  Customer response

  02/15/2024

  10 days later all I have been receiving is run around stuff like the stuff you see on this email - your response is actually a perfect example of the torture and horrendous process your put your customer through. I never received the support I asked for and at the end I was left with extreme frustration. So much was the affliction that I had to resort to very colorful language. I mean you don't even try help. Believe me I tried, was very peaceful at first, but then a week later and getting nowhere I had no words to describe the frustration. AND STILL NO SUPPORT. At the end I realized that you had made changes to the platform without notifying me, not then and not when I was trying to get the help. You just give people the run around such as asking them to send you a support request from the email on file, which I did not once, not twice but probably around 5 times and I would get a message from the email giving me more run around stuff and error messages. At the end I send you a message telling you where you can take your support to (something that involves the darkness of the sun) and that I will look elsewhere for service. Believe me no customer should go through what you put me through - it was exasperating, torturous and many times what seemed to be mocking behavior. I can understand that you have so many customers that you can afford to mock a few and still make enough money. Now all I have left on my side are complaint and reviews sites like the BBB to let others know that they will be wise to stay clear away from your company. YOU HAVE NO INTEREST IN FINDING A SOLUTION and your response to this matter was proof of that - even stating that I did get the support WHEN I DID NOT and still to this day NO SUPPORT! 

  Business response

  02/15/2024

  We've asked you to describe the exact error(s) you're encountering that are preventing you from updating your website.  We've asked several leading questions to help pinpoint the exact location where you may be running into trouble.
  
  You haven't provided answers to any of those questions or provided any additional context to help us help you.  At a very basic level, we still don't know which domain name(s) you're attempting to log in to, as there are several on your account and you haven't indicated which one you're unable to update.
  
  We understand your frustration and are eager to help you make changes to your website, however we do need answers to these questions to assist you.

  Customer response

  02/22/2024

  thank you for your response. I think I have done my part in letting others know to be weary of your company. Maybe others are fine with the way you do things and maybe they will be lucky to finally get support from you - I was not as lucky - after 10 days of trying and not being able to update basic company info, I gave up. I am in the process of switching my companies over to a different service. Look, you probably have too many customers and can afford to lose a few - that is the practically the message I received from your staff. I also received a message letting me know you would not change login information. But when I tried to login, I was having no luck and finally I figured it out! - you did make changes contrary to what you were stating. I had to spend hours trying to figure out by myself what you could have told me if only you were willing to provide the much-needed support.  Your change affected all my abilities in the platform and then you had the nerve to tell me you don't make changes. You want to act like a robot and even use AI to take care of customer support only to make your customers more irate. Hopefully you will not only be losing me but some prospective customers as well. The way you do business should not happen onto others - it is simply not fair - I am very busy and I have no time to be playing your games. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bank statement: Feb 11, **** ****** PRE-AUTHORIZE.. DREAMHOST DH-FEE.COM CA 001 ******-13.99 This is a monthly baseline fee for hosting. I also pay additional fees.Dreamhost support says that my six websites hosted through Dreamhost are up and runing even after I told them that I checked on three different devices and found that all six of my websites all became inaccessible at the same time. I then checked to see if this was happening everywhere and confirmed that it was. ************************************ is an independent online agency that checks to see if sites are down everywhere. They confirmed that they were down everywhere. I saw the sites come back on ************************************ for a few minutes during the time when Dreamhost staff checked the sites, but then minutes later the sites were confirmed to be down again.I have provided screenshots showing they were down at times Dreamhost said otherwise. It looks as if they have a way to turn the site on, take a screenshot, and then report back to me that "It is my device that is causing the problem because it is working on their end."However, the sites will not load on any device. If the sites do not load on any device it is not my device that is the problem.Because my sites have valuable intellectual knowledge posted on them, I need access to my information. I feel devastated because my valuable social and intellectual assets (a culmination of a 50-year study) are gone and I am being blackmailed.The formula appears to be similar to ransomeware attacks because they have at times suggested a more expensive level of hosting in order for me to obtain my intellectual property. I am a published author with updated content for about 25 of my books on solving world problems posted on these sites that is my life's work. At this point I just want access to my intellectual property without having to get an attorney involved.Thank you,*******************************

  Business response

  02/12/2024

  We can confirm that all six of your hosted websites with us are online, reachable, and that your DreamHost account remains in good standing.  It looks like you've been in contact with our technical support team recently to help troubleshoot this issue.
  
  If availability continues to be a problem, please consider clearing your browser's cache and cookies as previously recommended by ****** from our technical support team to ensure that the issue isn't on your local computer.
  
  If you're still unable to reach your websites, it's possible that connectivity issues somewhere on the internet between your website and your computer may be to blame.  If it happens again, please run the "traceroute" command and send the results to our technical support team who can help troubleshoot.  We've documented the process for doing so in our knowledge base: ******************************************************************************
  
  As a DreamHost customer, you will always have full access to your intellectual property, both from within your website's web-based WordPress control panel, and also via our web-based file management system.  To access it, visit ******************************************************************************; Click the "Manage" button for the domain name you'd like to access.  To then access your ************************ page, click the "Manage" button on the "WordPress" row.  To instead access your files directly, click the "Manage" button on the "Manage Files" row.
  
  We hope this helps to explain things a bit.  Please let us know if there's anything else that we can do for you.

  Customer response

  02/12/2024

  I don't see anything new from DreamHost. The statement they provided is misleading. The problem has nothing to do with my computers. Their servers are inconsistent. A five year old could figure that out.

  I want to be assured that the sites I own remain active.

  Thank you,

  *******************************

   

  Business response

  02/13/2024

  To repeat, all six of your hosted websites with us are online, reachable, and your DreamHost account remains in good standing.
  
  We have provided instructions to troubleshoot your connectivity issues which you have refused to follow.  You've seemingly not cleared your cache, nor have you provided us with the results of a traceroute to identify the cause of any possible latency.
  
  We have also provided you with step-by-step instructions for accessing your own data in two locations: Within WordPress, and also from within a separate web interface.  If you encountered any issues doing so, you have not shared them with us.
  
  Your desired settlement has been to gain access to your own data.  You have always had that access.  We have been explicit in providing instruction on how to access it, providing two routes to do so in our last message.  We would be happy to continue working with you to resolve the issues you are seeing, however we do need your cooperation to do so.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I forgot my admin password and Dreamhost has locked me out of my account and email unless I can give them the full number of the credit card I used almost 20 years ago when I opened my Dreamhost account. They won't accept any other form of identification. I unlocked my site to transfer it to another host so maybe this is why they locked me out.

  Business response

  01/22/2024

  We took a look at our records and don't see any recent messages sent to us from the email address on file on your account, nor from the email address you've used to file this complaint.  Was there another email address you used to contact us?
  
  We are able to use several different factors to verify your identity and the last four digits of the credit card number used to pay for services (not the entire card number) is just one of them.
  
  Please contact our account verification department at **************************************************** and select "I can't log in to my DreamHost account" from the dropdown menu.  They will be happy to walk you through the process of verifying your identity and resetting your account password.

  Customer response

  01/24/2024

  I used the same form as last time I requested access to my domain and received no response.  It's a continuous loop with ZERO customer service reply as yet.  No number to call, nothing to do but wait for generated emails that say the same thing.  I still do not have access to my email or domain.

  Business response

  01/24/2024

  You've not received a response from our account verification team because we have no record of receiving any email messages from you.  It's possible that you mistyped your address when filling out the form previously.  We have received no emails at all from "*********************".
  
  When you fill out the form at **************************************************** please ensure that you see the following message once you click the submit button: "Your message was sent! We'll get in touch with you shortly."  If you don't see that, then your message was not sent.
  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I constantly have issues with Dreamhost from SSL to tonight our DNS is not propogating brining our entire site down during one of the most important parts of the year.

  Business response

  12/27/2023

  Thanks for taking the time to share your concerns with us.
  
  We do guarantee 100% uptime and if you've experienced a service disruption you are entitled to compensation per our Terms of Service: *******************************************************************; You need only contact our customer support team from the "Support" section of your account control panel to claim this credit.  There does not appear to be a record of this request in your messaging history with our support team, so please reach out to them to begin that process.
  
  You are welcome to transfer your domain registration, your domain hosting, or both to another provider at any time.  We've put together detailed, step-by-step directions that will help to explain each process in great detail:
  
  To transfer domain registrations: *******************************************************************
  
  To transfer your hosting: *******************************************************************
  
  We hope this information is helpful.  Please contact our customer support team if there's anything else that we can do for you.
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for and cancelled services from Dreamhost in June. They have continued to charge me monthly despite this. I have contacted support several times and each time they tell me they can't cancel my billing or refund me.

  Business response

  11/17/2023

  Thanks for contacting us.
  
  In looking through your case, we see no record of you beginning the account closure process at any point between the day you signed up for service (in June) and today.
  
  We have provided you with instructions for closing and settling your DreamHost account in response to your emails on July 18th, 2023, on November 11th, 2023, and again most recently on November 15th, 2023.
  
  Our services are not billed based on usage, but on services that have been provisioned and provided for your use.  You continue to be charged because you've signed up for a subscription service and have not closed your account.
  
  When you are ready to close your account, it's a quick and simple process involving just a few clicks.  There's no need to email us or pick up a phone - closing your account is a self-service process which we've documented in our knowledge base:
  *************************************************************************************************
  
  Please let us know if there's anything else we can do for you.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been notified that I owe for a subscription, less than $10. I don't remember how to sign in to their website to pay. They have not been cooperative to help me reset my password in order to pay. I can't access the old email to get the link to reset. They won't do it manually for me.

  Business response

  11/09/2023

  Thanks for contacting us.
  
  If your email address has changed and you've not updated your DreamHost account to match, we've got a process to get account control back in your hands.
  
  The first step is to visit our Contact form at ***********************************************
  
  Be sure to select "I can't log in to my DreamHost account" from the dropdown menu, and in your message to our account verification team be sure to indicate which domain(s) you're attempting to gain access to while mentioning that you no longer have access to the contact email address on your account.  They'll be happy to work with you to restore access as quickly as possible.
  
  Please note - you may be asked to provide some form of identification as part of the verification process.
  
  We hope this helps point you in the right direction.  Our account verification team looks forward to working with you.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dreamhost charged my new cc without my permission and without me providing the new cc information. They refuse to issue a refund for a 3 year plan and refuse to provide proof of me providing my new cc information. I am within their 97 refund policy and card was charged less than 30 days ago but they refuse to refund. I only have had new cc since 6/2023 and did not provide any updated information to them. I have not used their service and they had me cancel my account before telling me they would not refund. Now Im stuck with 3 year payment that Im unable to use nor would I want to work with this company that illegally charged my card.

  Business response

  08/30/2023

  While we did email several times to alert you to your account's renewal date and the associated charge before it happened, those messages can be easy to miss.  It looks like you've since been in touch with our billing department who have provided a pro-rated refund as requested.  If there's anything else that we can do for you, please don't hesitate to reach out to our team.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello!My website has been completely inaccessible since August 16th, after DreamHost upgraded the MySQL database. Despite their assurance that everything is fine, my site is not connecting to the database, and none of the ****** posts are visible. I've reached out to them multiple times for updates, but I haven't received a reply since August 19th, and today is August 23rd. My site is completely offline, and I'm concerned that they may have mistakenly deleted my database or encountered some other issue, given the lack of communication. Each time I contact them, they simply add my emails to the original case without providing any new information.I hope that DreamHost would show more concern for their clients, considering I've been using their hosting services for over 15 years. Unfortunately, similar incidents have occurred four times this year alone, impacting my website's ****** ranking significantly, as it remains offline for extended periods.

  Business response

  08/26/2023

  It appears you've been in contact with our technical support team and they've been working with you to resolve this.
  
  ************ has provided you with a backup of your database and an offer to restore it.  We believe this work should be completed soon.
  
  Thank you for reaching out to us.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩